Legal & Policies
Our policies covering your rights, privacy, and how we operate.
Terms & Conditions
1. Introduction
Welcome to SPL Education & Training. These Terms and Conditions govern your use of our online English education platform and services. By accessing or using our platform, you agree to be bound by these terms. If you do not agree, please do not use our services.
SPL Education & Training is an online platform providing accredited English language education, including IELTS preparation, business English, and general English programmes.
2. Account Terms
To use our services, you must:
- Provide accurate and complete registration information
- Maintain the security of your account credentials
- Notify us immediately of any unauthorised use of your account
- Accept responsibility for all activities under your account
We reserve the right to suspend or terminate accounts that violate these terms or engage in prohibited activities.
3. Payment Terms
Payment for our programmes and services is processed via manual bank transfer. Upon enrolment, you will receive bank transfer details and instructions.
- Payments must be submitted along with proof of transfer (receipt or screenshot) via your account dashboard
- Payment verification is conducted manually by our team and may take up to 48 hours
- Access to paid services is granted only after payment has been verified and approved
- Refund requests must be submitted within 14 days of payment and are subject to review
4. Session Policies
Booking
Sessions are booked through the platform. Availability depends on tutor schedules and your selected programme. Session requests are subject to approval by your assigned tutor or administrator.
Cancellation and Rescheduling
- Cancellations must be made at least 24 hours before the scheduled session time
- Late cancellations or no-shows may result in the session being marked as completed
- Rescheduling requests should be submitted through the platform as early as possible
Live Sessions
Live sessions are conducted via third-party video conferencing tools. You are responsible for ensuring a stable internet connection and a suitable learning environment.
5. Intellectual Property
All course materials, content, assessments, and resources provided through SPL Education are the intellectual property of SPL Education & Training or its licensors.
- Materials are provided for personal, educational use only
- You may not reproduce, distribute, or share course materials without written permission
- Unauthorised use of our intellectual property may result in account termination and legal action
6. Privacy
Your privacy is important to us. We collect and process personal data in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR). For full details on how we handle your data, please refer to our Privacy Policy below.
7. Limitation of Liability
SPL Education & Training provides its services on an “as is” basis. While we strive to deliver high-quality education:
- We do not guarantee specific learning outcomes or examination results
- We are not liable for interruptions caused by technical issues beyond our control
- Our total liability shall not exceed the amount paid by you for the services in question
- We are not responsible for content or services provided by third-party platforms used during sessions
8. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
9. Contact Information
If you have any questions about these Terms and Conditions, please contact us through our contact page or email us at support@spleducation.com.
Last updated: March 2026
Privacy Policy
1. Introduction
SPL Education & Training (“we”, “us”, “our”) is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, and protect your personal data when you visit our website or use our services.
It applies to all users including students, parents/guardians, corporate clients, and website visitors. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. Who We Are
SPL Education & Training is the data controller responsible for your personal data.
- Business Name: SPL Education & Training
- Address: [INSERT REGISTERED ADDRESS]
- Email: [INSERT CONTACT EMAIL]
3. What Data We Collect
3.1 Data you provide directly
- Full name
- Email address
- Phone number
- Date of birth (where required)
- Educational background and level
- Payment information (processed via third-party providers)
- Communications and correspondence
3.2 Data collected automatically
- IP address
- Browser type and version
- Pages visited and time spent
- Referring website addresses
- Cookie data
3.3 Data about children
Where students are under 18, data is collected from parents or guardians. We do not knowingly collect data from children under 13 without verified parental consent.
4. How We Use Your Data
- Provide and manage education services
- Process enrolments, bookings, and payments
- Communicate regarding courses and enquiries
- Send schedules, updates, and reminders
- Personalise learning experience
- Comply with legal obligations
- Improve our services
- Respond to feedback or complaints
- Support corporate training agreements
5. Legal Basis for Processing
- Contract
- Legitimate Interests
- Legal Obligation
- Consent
6. Data Sharing
We do not sell your personal data. We may share data with:
- Third-party service providers (payments, video platforms, email services)
- Corporate clients (for employer-arranged training)
- Regulatory or law enforcement authorities
7. International Transfers
Where data is transferred outside the UK, we ensure appropriate safeguards such as Standard Contractual Clauses or adequacy decisions.
8. Data Retention
- Student records: up to 7 years
- Financial records: 7 years
- Marketing data: until consent is withdrawn
- Analytics data: up to 26 months
9. Your Rights
- Right of Access
- Right to Rectification
- Right to Erasure
- Right to Restrict Processing
- Right to Data Portability
- Right to Object
- Right to Withdraw Consent
To exercise your rights, contact us at [INSERT CONTACT EMAIL]. We will respond within one calendar month.
10. Security
We implement appropriate technical and organisational measures to protect your data, including secure servers, encryption, and restricted access.
In case of a data breach, we will notify the ICO within 72 hours where required.
11. Children's Privacy
For users under 18, parental or guardian consent is required. We do not use children's data for marketing purposes.
12. Links to Other Websites
Our website may contain links to third-party websites. We are not responsible for their privacy practices.
13. Changes to This Policy
We may update this policy periodically. Changes will be posted on this page with an updated date.
14. Complaints
You may lodge a complaint with the Information Commissioner's Office (ICO):
- Website: www.ico.org.uk
- Helpline: 0303 123 1113
We encourage you to contact us first to resolve any concerns.
Last updated: March 2026 · Next review: March 2027
Refund Policy
1. Introduction
SPL Education & Training is committed to providing high-quality education and training services. We understand that circumstances can change and that learners or clients may occasionally need to cancel or reschedule. This Refund Policy sets out the terms under which refunds are available for our services.
This policy applies to all individual learners, parents and guardians of child learners, and corporate clients purchasing training services from SPL Education & Training.
By booking or purchasing any of our services, you agree to the terms of this policy.
2. Services Covered
This policy covers all services offered by SPL Education & Training, including:
- IELTS, ESOL, and PTE examination preparation (individual and group sessions)
- Life in the UK test preparation
- Driving Theory test preparation
- English language tuition for school-age children
- Corporate and in-house training solutions
- Online course packages and lesson bundles
3. Your Legal Rights
As a consumer purchasing services online, you are protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under these regulations, you have the right to cancel a service contract within 14 calendar days of purchase (the “cooling-off period”) without giving any reason, provided the service has not yet begun.
If you have requested that the service begins within the 14-day cooling-off period (for example, a lesson scheduled shortly after booking), you acknowledge that your right to a full refund may be reduced proportionally to reflect the service already delivered.
4. Refund Terms — Individual Learners
4.1 Single Sessions
For individually booked lessons or sessions:
- Cancellations made 24 hours or more before the scheduled session: full refund or credit to your account for a future session, at your preference.
- Cancellations made less than 24 hours before the session: no refund will be issued. A credit note may be offered at the discretion of SPL Education & Training, particularly in cases of genuine emergency.
- Failure to attend a session without prior notice (no-show): no refund or credit will be issued.
4.2 Lesson Bundles and Course Packages
- Cancellation before any sessions have been taken and within 14 days of purchase: full refund in accordance with your statutory cooling-off rights.
- Cancellation after sessions have begun: a pro-rata refund will be calculated based on the number of sessions remaining unused at the time of cancellation, less any applicable administration fee (see Section 7).
- No refund will be issued once all sessions in a package have been completed.
- Lesson bundles are valid for 12 months from the date of purchase. Unused sessions after this period will not be refunded.
4.3 School-Age Children
Where lessons are booked on behalf of a child learner, the parent or guardian is responsible for managing cancellations and refund requests. The same terms above apply.
5. Refund Terms — Corporate Clients
- Cancellation 14 or more days before the scheduled training start date: full refund less a 10% administration fee.
- Cancellation 7 to 13 days before the start date: 50% refund, or the option to reschedule to an agreed alternative date at no additional charge.
- Cancellation less than 7 days before the start date: no refund. Rescheduling may be offered at the discretion of SPL Education & Training.
- Where a training programme is partially delivered, a pro-rata refund will be calculated for undelivered sessions.
- Cancellations must be submitted in writing to [INSERT CONTACT EMAIL].
6. Cancellations or Changes by SPL Education & Training
In the rare event that SPL Education & Training needs to cancel or significantly reschedule a session or course, we will:
- Provide as much advance notice as possible
- Offer a full alternative session or rescheduled date at no additional cost
- Where a suitable alternative cannot be arranged, issue a full refund for the affected session(s)
7. Administration Fee
An administration fee of up to 10% of the total purchase price (or a minimum of £10, whichever is greater) may be deducted from refunds in the following circumstances:
- Cancellation of a lesson bundle or course package after the cooling-off period has expired
- Corporate training cancellations as outlined in Section 5
- Where third-party booking or payment processing costs have been incurred
8. How to Request a Refund
To request a refund, please contact us:
- Email: [INSERT CONTACT EMAIL]
- Post: [INSERT REGISTERED ADDRESS]
Your request should include your full name, the service or session you are requesting a refund for, the date of purchase, and the reason for your cancellation. We aim to process all refund requests within 10 working days of receipt.
9. Non-Refundable Items
- Administration and booking fees
- Any sessions or lessons already delivered
- Completed course packages
- No-show sessions where no advance notice was given
- Digital learning materials or resources that have already been accessed or downloaded
10. Exceptional Circumstances
We recognise that unforeseen and serious circumstances can arise — such as serious illness, bereavement, or other significant life events. In such cases, we will consider refund or credit requests outside of the standard terms on a case-by-case basis.
11. Refund Summary
| Service Type | Cancellation Window | Refund Entitlement |
|---|---|---|
| Individual lesson (single session) | 24+ hours before session | Full refund or credit |
| Individual lesson (single session) | Less than 24 hours before | No refund; credit at discretion |
| Course / lesson bundle (not started) | Within 14 days of purchase | Full refund (consumer right) |
| Course / lesson bundle (partially used) | Any time | Pro-rata refund for unused sessions |
| Course / lesson bundle (fully completed) | N/A | No refund |
| Corporate training package | 14+ days before start date | Full refund less admin fee |
| Corporate training package | Less than 14 days before start | 50% refund or rescheduling |
| Corporate training (in progress) | Any time | Pro-rata for undelivered sessions |
12. Disputes
If you are dissatisfied with the outcome of a refund request, you may raise a formal complaint in accordance with our Complaints Policy below.
- Citizens Advice Consumer Service: www.citizensadvice.org.uk / 0808 223 1133
- Your bank or card provider, who may be able to assist with a chargeback in certain circumstances
13. Changes to This Policy
SPL Education & Training reserves the right to update this Refund Policy at any time. The policy in effect at the time of your purchase will apply to that transaction.
Last updated: March 2026 · Next review: March 2027
Complaint Policy
1. Purpose
SPL Education & Training is committed to providing high-quality education and training services to all our learners, clients, and stakeholders. We value feedback and take all complaints seriously. This policy sets out how we receive, handle, and resolve complaints in a fair, transparent, and timely manner.
2. Scope
This policy applies to complaints received from:
- Individual learners (adults and school-age students)
- Parents and guardians of child learners
- Corporate clients and their employees
- Members of the public
3. What Is a Complaint?
A complaint is any expression of dissatisfaction about our services, staff, or processes that requires a formal response. This is distinct from:
- General feedback or suggestions, which we also welcome and handle separately
- Safeguarding concerns, which are handled exclusively under our Safeguarding Policy
- Data protection concerns, which are handled under our Privacy Policy and escalated to the ICO if required
4. Our Commitments
- Treating all complainants with respect, fairness, and without prejudice
- Acknowledging complaints promptly
- Investigating complaints thoroughly and impartially
- Keeping complainants informed throughout the process
- Responding within the timeframes set out in this policy
- Keeping all complaint details confidential
- Learning from complaints to improve our services
5. How to Make a Complaint
- By email: [INSERT CONTACT EMAIL]
- By post: [INSERT REGISTERED ADDRESS]
- Via the complaints form on our website (where available)
When submitting a complaint, please include your full name and contact details, a clear description of the issue and when it occurred, any relevant supporting information or evidence, and what outcome you are seeking.
6. Complaints Process Overview
| Stage | Who Handles It | Timeframe | Outcome |
|---|---|---|---|
| Stage 1 – Informal | Any staff member or tutor | Within 5 working days | Resolution or escalation |
| Stage 2 – Formal | Business Owner / Manager | Within 10 working days | Written response issued |
| Stage 3 – Final Review | Senior Management / Owner | Within 15 working days | Final written decision |
| External | Relevant external body | Per external body timelines | Independent decision |
7. Stage 1 – Informal Resolution
We encourage complainants to first raise concerns informally, as many issues can be resolved quickly and without the need for a formal process. If the matter cannot be resolved informally within 5 working days, the complaint will be escalated to Stage 2.
8. Stage 2 – Formal Complaint
If the issue remains unresolved, the complainant may submit a formal written complaint. Upon receipt, we will:
- Send a written acknowledgement within 3 working days
- Assign the complaint to the Business Owner or a senior member of staff
- Conduct a thorough investigation
- Issue a full written response within 10 working days of acknowledgement
9. Stage 3 – Final Internal Review
If the complainant remains dissatisfied after Stage 2, they may request a final internal review in writing within 10 working days of receiving the Stage 2 response. A final written decision will be issued within 15 working days.
10. External Escalation
Data Protection — Information Commissioner's Office (ICO)
- Website: www.ico.org.uk
- Helpline: 0303 123 1113
Consumer Complaints — Citizens Advice Consumer Service
- Website: www.citizensadvice.org.uk
- Phone: 0808 223 1133
11. Anonymous Complaints
We will consider anonymous complaints where sufficient information is provided to enable an investigation. However, we may be limited in our ability to fully investigate or provide feedback where the complainant cannot be identified.
12. Unreasonable or Persistent Complaints
We reserve the right to take appropriate action where complaints are found to be vexatious, repetitive, or abusive/threatening towards our staff.
13. Record Keeping
All complaints and their outcomes will be recorded and stored securely in accordance with our Privacy Policy and UK GDPR. Records will be retained for a minimum of 3 years.
14. Policy Review
This policy will be reviewed annually or following any significant complaint or change in legislation.
Last updated: March 2026 · Next review: March 2027
Safeguarding Policy
1. Policy Statement
SPL Education & Training is committed to safeguarding and promoting the welfare of all learners, particularly children and vulnerable adults. We believe that every individual has the right to learn and participate in education in a safe, supportive, and respectful environment.
This policy has been developed in line with the following legislation and guidance:
- Children Act 1989 and 2004
- Safeguarding Vulnerable Groups Act 2006
- Working Together to Safeguard Children 2023
- Keeping Children Safe in Education 2023 (used as best practice guidance)
- Care Act 2014 (vulnerable adults)
- UK GDPR and Data Protection Act 2018
- Online Safety Act 2023
2. Scope
This policy covers all learners accessing SPL Education & Training services, including:
- Adults preparing for IELTS, ESOL, PTE, Life in the UK, and Driving Theory examinations
- School-age children receiving English language tuition
- Corporate clients and their employees participating in training programmes
3. Definitions
3.1 A Child
For the purposes of this policy, a child is any person under the age of 18 years.
3.2 A Vulnerable Adult
A vulnerable adult is any person aged 18 or over who may be at risk of harm due to mental or physical illness, disability, age, or other circumstances.
3.3 Abuse
Abuse can take many forms including:
- Physical abuse
- Emotional or psychological abuse
- Sexual abuse
- Neglect
- Financial or material abuse
- Online abuse or exploitation
4. Designated Safeguarding Lead (DSL)
SPL Education & Training has appointed a Designated Safeguarding Lead (DSL) who is responsible for:
- Acting as the first point of contact for all safeguarding concerns
- Receiving and recording all safeguarding disclosures or concerns
- Referring concerns to the relevant statutory authorities where necessary
- Ensuring all staff receive appropriate safeguarding awareness
- Maintaining and reviewing this policy annually
DSL Contact: Name: [INSERT DSL NAME] · Email: [INSERT CONTACT EMAIL]
5. Safer Recruitment
All staff and tutors who work with children or vulnerable adults will be subject to:
- An enhanced Disclosure and Barring Service (DBS) check prior to commencing work
- Identity verification and reference checks
- An induction process that includes safeguarding training
6. Online Safety
As all our teaching and training is conducted online, we take online safety seriously:
- All online sessions are conducted via secure, password-protected video platforms
- One-to-one sessions involving children must be consented to in writing by a parent or guardian
- Tutors must not communicate with child learners via personal social media accounts or messaging applications
- Sessions involving minors should ideally be visible to a parent or guardian in the same room
- Recordings of sessions will only take place with explicit consent of all participants
- Any inappropriate online behaviour must be reported to the DSL immediately
7. Recognising Signs of Abuse
- Unexplained changes in behaviour, mood, or academic engagement
- Withdrawn, anxious, or fearful demeanour
- Disclosure of abuse directly or indirectly
- Signs of physical harm visible during online sessions
- Concerning content shared during online interactions
8. Responding to a Disclosure
If a learner discloses abuse or a concern arises, the member of staff must:
- Listen calmly and without judgement
- Do not promise confidentiality — explain that you may need to share the information to keep them safe
- Not ask leading questions or investigate the matter themselves
- Record what was said using the learner's own words as soon as possible
- Report the concern to the DSL without delay
If there is immediate risk to life or safety, call 999 immediately.
9. Referral Procedures
The DSL will assess all concerns and where appropriate will make a referral to:
- Local Authority Children's Social Care (for concerns relating to children)
- Adult Social Care (for concerns relating to vulnerable adults)
- The Police, where a crime may have been committed
- The NSPCC Helpline: 0808 800 5000
10. Confidentiality and Record Keeping
All safeguarding concerns, disclosures, and actions taken will be recorded and stored securely. Safeguarding records will be retained for a minimum of 25 years or until the child reaches the age of 25, whichever is longer.
11. Staff Training
- Receive safeguarding awareness training as part of their induction
- Undertake refresher training every two years
- Be made aware of this policy and their responsibilities under it
12. Parental Consent
For all learners under the age of 18, SPL Education & Training will:
- Obtain written consent from a parent or guardian prior to enrolment
- Provide parents/guardians with a copy of this Safeguarding Policy on request
- Keep parents/guardians informed about their child's progress and any concerns
13. Whistleblowing
Any member of staff who has concerns about the conduct of a colleague or the organisation's safeguarding practices is encouraged to raise these with the DSL or directly with the relevant statutory authority.
14. Policy Review
This policy will be reviewed annually, or sooner in the event of a significant change in legislation, guidance, or organisational circumstances.
Last updated: March 2026 · Next review: March 2027